Akash Dhaka
Summary
To work in a healthy, innovative, and challenging environment extracting the best out of me, thereby directing my future endeavors as an asset to the organization. I am looking ahead to contribute the best of my ability and knowledge towards growth and development of a progressive organization and seeking challenging assignment and responsibility with an opportunity for growth and career advancement.
Overview
12
12
years of professional experience
1
1
Certification
Work History
Associate Manager-Cloud and Infra Managed Services
Accenture Solutions Private Limited
06.2021 - Current
- Overall Delivery Management: Lead and manage end-to-end delivery of IT projects and professional services in Cloud Services (Azure, AWS), Digital Workplace ensuring alignment with customer requirements and business objectives.
- Project Planning: Develop comprehensive project plans and IT service strategies, manage resource allocation, risk management strategies, and financial oversight to ensure projects meet scope, budget, and quality expectations.
- Collaboration and team leadership: Lead, mentor, and manage IT teams while coordinating cross-functional efforts and vendor performance.
- Budgeting and Forecasting: Coordinate efforts between corporate, customer, and third-party vendors, managing financials and profit margins for the projects.
- Documentation: Facilitate the creation of project artifacts and documentation, ensuring proper knowledge sharing and adherence to best practices across teams.
- Regular Reviews: Lead regular team meetings to review project health, risks, issues, and progress, ensuring alignment with project goals.
- Performance Reporting: Provide regular service performance status reports to stakeholders, ensuring transparency and clear communication on progress, issues, and financial health.
- Customer and Stakeholder Management: Act as the primary liaison for stakeholders, aligning IT services with business needs and fostering strong relationships.
- Compliance and Governance: Ensure adherence to policies, industry standards, and regulatory requirements (e.g., GDPR, CCPA) by conducting risk assessments and audits. Promote the use of best practices in data management and analytics
- Customer Satisfaction: Monitor satisfaction levels, act on feedback, and drive initiatives to improve service reliability and user experience.
- Vendor and Contract management: Manage third-party service providers, ensuring contract compliance and cost-effective delivery of services.
Lead Engineer
Guardian Life Insurance Company of America
02.2020 - 06.2021
- Users Onboarding/Offboarding with Office 365.
- Create and Maintain Distribution Groups and Shared Mailboxes, resource mailboxes.
- Performing SharePoint sites creation and enabling SharePoint Access for users
- Enable & Maintain user access for Mobile devices (Intune)
- Managing and monitoring Mail flow between partners domains and external domains
- Maintenances of Exchange Online Protection and Proofpoint e-mail security (Protection from Malwares, Phishing, Spoof and other email related attacks)
- Maintenances of On-premises Exchange servers
- Assist with end-user’s mailbox, One drive, office related issues
- Perform Email Auditing based on tickets and incidents
- Proactively set up update Microsoft O365 IP’s on Firewall/NLB
- Outlook related Add-in’s and deployments
- Office 365 Integration with 3rd party such as Taleo, Condeco
- Ability to troubleshoot and resolve issues with skype and Microsoft teams
- Implement new and enhanced features/capabilities of office 365 to integrate
- Yammer Implementation
- Scripting skills – PowerShell for Automation and Implementation on Bulk Changes
- Excellent communication and documentation skills
- Ability to accommodate flexible work schedules
- Proven ability to work independently
- Ability to work well in a team environment
- Take ownership & accountability for actions and results
- Maintain a resolution rate of 95% within 24 hours of case creation.
- Performed consistently and exceeded the target in all the critical parameters.
- Researched and efficiently resolved issues.
- Active contribution for the team’s progress.
- Share new resolutions with the entire team, researched, experimented and found by me.
- Troubleshooting on Microsoft Teams Issues like Sign in, Presence, Federation, Guest Access
- Direct Routing, meeting issues and GUI management of Microsoft Teams Admin portal
- Collaborative issues like Voice mail, call queue, team’s retention policies.
- Logs Analysis for Microsoft Teams i.e. Client Logs, Fiddler Traces and Network Captures
- Coexistence Mode in Microsoft Teams, Teams app policies
- User Management, assigning and view subscriptions, also handling PSTN calling via Microsoft Teams
- Creation and Management of Auto Attendant and call queues in Microsoft Teams.
- Volunteer to take up responsibilities.
Technical Consultant
Wipro Limited
04.2017 - 01.2020
- Worked as a Tier 2 Engineer for Microsoft Support in Exchange Online
- Handled all escalation either by request or by case history
- Provided guidance to Tier 1 Engineer to resolve issues
- Giving assistance to customers over email or remote on Office 365, Exchange Online, Hybrid
- Maintaining ticket health by involving customers/IM at appropriate time as required
- Resolve tenancy technical issues and monitored Office 365 systems
- Administered and supported Office 365 and MS Exchange online issues
- Research acute, complex technical problems within the environment and develop plan to resolve
- Supporting Exchange Infrastructure for Microsoft Professional Customers for US, UK & Asia Pacific region
- Query resolution as per requirement by break-fix
Assistant Team Leader
Rajveer Solutions Pvt Ltd (U.S Process)
07.2015 - 03.2017
- Providing KT to the team members and knowledge management. Provided consultative technical assistance: Assist customers in finding the right solutions for them by giving information and options. Up-sell/Cross-sell on customer-service calls - through proactive identification of customer needs/new opportunities. Process new orders, and answer queries about existing orders. I have been part of a Lean project to reduce Handling Time and Customer Complaints.
Technical Support Officer
Iqor India Services Pvt Ltd
01.2013 - 02.2015
- Provided support on Internet services, broadband, routers and modems. Provided information and assist customers in resolving their queries by either phone, email or chat.
- Troubleshooting LAN/WAN network failure and connectivity related issues. Coordinate with other Network Centre in case network failure and to resolve the problem
Education
Bachelor’s - computer science
UPTU
01.2012
Intermediate - undefined
CBSE Delhi
01.2007
Matriculation - undefined
CBSE Delhi
01.2005
Skills
- Skilled, Results & Quality Oriented IT Service Management professional with 12 years of extensive experience in IT service delivery, stakeholder engagement, and managing cross-functional technical teams Proven ability to drive operational excellence, ensure SLA adherence, and deliver value-driven IT services across diverse technological landscapes
- Demonstrated expertise in applying ITIL frameworks, managing stakeholders, resolving risks and issues, fostering team collaboration, and driving budgeting and forecasting processes
- Experience with managing entire Office 365 platform for the Organization including Exchange Online, One Drive for Business, Microsoft Teams (Implementation/Support/Administration/Migration), SharePoint Online (Site Creation/Permissions/Administration), Intune Management and Microsoft Azure (Conditional Access and CAS Policies)
- In Depth Experience with Exchange On-Premises Servers installation, maintenance, security updates and cumulative updates
- Troubleshooting and Configuring Outlook 2010, 2013 & 2016, OWA
- Knowledge and working experience of Office 365 Permissions & Roles, SMTP Mail Flow, Anti-Spam, Exchange Online Protection (EOP), and Power Shell cmdlet Scripting
- Knowledge of email Archiving, Data Loss Protection (DLP), eDiscovery, and Retention Policies & Tags
- Knowledge & experience of O365 Admin Centre and know how to utilize it to conduct necessary actions to support, administer, and troubleshoot O365 issues
- Good knowledge of Active Directory, ADFS in integration with Office 365, Directory Synchronization, Basic knowledge or experience configuring mobile devices (phones and tablets) from multiple manufacturers
- Knowledge of migrating the mailboxes to Office365, eg: Hybrid Migration, Cutover Migration, Stage Migration & IMAP Migration
- Knowledge & Understanding of Hybrid Configuration Wizard
- Knowledge of SMTP relay: Client submission & Direct Send
- Includes, but not limited to knowledge of DNS, Message Trace Tools, MX and SPF Records, Block Lists, SPAM, Email Filtering and Virus Protection
- Understanding of Active Directory, Overall understanding of Networking concepts, DNS, Routing, DHCP, Firewall, load balancers
- Basic understanding of Microsoft Exchange server or other mail systems
- Auto discover / Outlook connectivity / OWA / ActiveSync / Mailbox Store / MRM / Public folders / EWS / Free-Busy / Mail routing / SMTP relay / Recipient configuration / e-discovery/Discovery search Preferred
- Operations management
- Negotiation
- Strategic planning
- Project management
- Results analysis
- Contract negotiation
- Decision-making
- Workload management
- Succession planning
- Team collaboration
- Strategic thinking
- Adaptability and flexibility
Certification
- ITIL V4 Certified
- Microsoft Certified Azure Administrator Associate AZ-104 Certified.
- Microsoft 365 Certified Microsoft 365 Fundamentals -MS 900 Certified
- Microsoft 365 Certified Messaging Administrator Associate -MS 203 Certified.
- Microsoft 365 Certified Teams Administrator Associate – MS 700 Certified
- Cleared MS-100 Examination-> Microsoft 365 Identity and Services.
- Cleared MS-101 Examination-> Microsoft 365 Mobility and Security
- Achieved Microsoft 365 Certified Enterprise Administrator Expert
Training
Training Program on Communication Skills at NTPC Ltd Noida,2013. Attended seminar on Team Building delivered at Rajveer Solutions Pvt Ltd, Noida 2015. Training program on optimum utilization of resources at Rajveer Solutions Pvt Ltd, Noida 2016.
Disclaimer
I hereby declare that all the information mentioned above is correct. Akash Dhaka
Strength
Punctual, Hardworking, Disciplined
Timeline
Associate Manager-Cloud and Infra Managed Services
Accenture Solutions Private Limited
06.2021 - Current
Lead Engineer
Guardian Life Insurance Company of America
02.2020 - 06.2021
Technical Consultant
Wipro Limited
04.2017 - 01.2020
Assistant Team Leader
Rajveer Solutions Pvt Ltd (U.S Process)
07.2015 - 03.2017
Technical Support Officer
Iqor India Services Pvt Ltd
01.2013 - 02.2015
Intermediate - undefined
CBSE Delhi
Matriculation - undefined
CBSE Delhi
Bachelor’s - computer science
UPTU
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